Known device integration issues with recent releases of PaperCut MF

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This page lists known issues or bugs with the most recent PaperCut MF releases relating to embedded MFD software, hardware and device integration. The aim is to arm administrators with information about problems in the current release and where possible mention workarounds or methods to mitigate the issues.

There is a separate known issues article that lists issues affecting both PaperCut NG and PaperCut MF that are not related to embedded MFD software, hardware and device integration.

Issue ID

Description

Reported in

Status

Resolved in

12181

Slow response time on card swipes when using RFIDeas 241 Client Mode. More info…

An issue preventing Admins from accessing the configuration pages of Value Loaders and Kiosks.
More info…

MF 17.0.2

Resolved

17.0.4

10603

Compatibility issue with release 16.4 and an older version of the Standard or custom XML-RPC Release Station when releasing all jobs to a Find Me queue - jobs could be sent to the wrong printer.
First reported: Fri, January 6th 2017 More info…

MF 16.4 (Build 38868)NG 16.4 (Build 38875)

Resolved

16.4 (Build 39037)

8810

On the print Release Station, some print queues were missing in certain configurations. More info…

16.0 (Build 34962)16.0 (Build 34949)

Resolved

16.0 (Build 35130)

8808

When upgrading to version 16 (Build 34962 or Build 34949), you may see an error in the executive summary report More info…

16.0 (Build 34962)16.0 (Build 34949)

Resolved

16.0 (Build 35130)

8815

In certain configurations when virtual and physical queues set, you may see a direct printing error More info…

16.0 (Build 34962)16.0 (Build 34949)

Resolved

16.0 (Build 35130)

8618

Some Konica Minolta devices unable to connect to the server, displaying a ‘device <xyz> is not configured’ error after upgrading to 15.3 More info…

15.3 (Build 34420)15.3 (Build 34230)

Open

Workaround available

8345

HP FutureSmart devices may show errors after firmware upgrade
More info…

15.x

Resolved

FutureSmart firmware 3.7.3

8214

Fuji Xerox devices wake up slowly or do not wake up when PaperCut and card reader are attached. More info…

15.3 (Build 34420)15.3 (Build 34230)

Resolved

16.0 (Build 34949)

7966

Printing without credit and zero stop issues are seen on some Konica Minolta devices after upgrading to 15.3 More info…

15.3 (Build 34420)15.3 (Build 34230)

Resolved

16.1 (Build 35678)

7717

Some Konica Minolta devices unable to connect to the server with ‘Error=3,Message=Duplicate Control’ error after upgrading to 15.3 More info…

15.3 (Build 34230)

Resolved

15.3 (Build 34420)

7553

When using some Pay stations to add funds, coins deposited may not increase the balance of a user. More info…

15.3 (Build 34078)

Resolved

15.3 (Build 34230)

7401

Kyocera copiers rebooted during a configuration change may become unresponsive. More info…

When using ‘RFIDeas 241 Client Mode’ as the connection type for a Network Card Reader, there may be a short delay (~3 seconds) from when the card is swiped, until when the swipe is registered by the PaperCut App Server.

The ‘RFIDeas 241 Client Mode’ interface itself is responsible for this delay, and as such PaperCut cannot provide any improvements for it. RFIDeas have mentioned that they are aware of this delay and are working on bringing out an improved firmware.

During the installation of the Samsung “PAR” file to the copier, the installing user may be shown an error about the certificate being expired. The resulting error halts the installation.

The certificate used to sign the par expired on the weekend (15th April, 2017). We have a new PAR file available now. If you need the new PAR file, please contact us at support@papercut.com.
It will also be available in the next release of PaperCut. (17.1)

Another alternate option is to change the date on the Samsung to any day last week then do the install and put the clock back. This should avoid the error from showing up during the installation process.

It will affect all versions of PaperCut but only customers doing new installations or updating the PAR file will see this issue.

Existing installations are not affected.

10959: An issue preventing Admins from accessing the configuration pages of Value Loaders and Kiosks.

When you’re trying to access a Value Loader or Kiosk from the PaperCut Admin console > Devices tab, the following error occurs:

10603: When upgrading the Application Server to Version 16.4, print jobs could be released to the wrong printer.

As part of version 16.4, we’ve enhanced the experience across Release Stations to block users from releasing print jobs to a printer in error, and to provide them with a meaningful message to help them resolve the issue.

Although the update has been designed to offer backwards compatibility with Release Stations that were not updated, there is one scenario where this is not the case.

When releasing all jobs using the Standard Release Station (pc-release.exe), or a custom XML-RPC.

8810: On the print Release Station, some print queues were missing in certain configurations.

This has been resolved in 16.0 (Build 35130).

8808: When upgrading to version 16 (Build 34962 or Build 34949), you may see an error in the executive summary report.

This has been resolved in 16.0 (Build 35130).

8815: In certain configurations when virtual and physical queues set, you may see a direct printing error.

An issue has been found when upgrading to version 16.0 (Build 34962 or Build 34949) and you have a virtual queue and physical queue configured to display jobs on a device, you may see a direct printing error when direct printing is not configured.

This has been resolved in 16.0 (Build 35130).

8618: Some Konica Minolta devices unable to connect to the server, displaying a ‘device <xyz> is not configured’ error after upgrading to 15.3.

When running PaperCut MF 15.3 (Build 34420) OR 15.3 (Build 34230), some KM devices may no longer connect successfully. In the logs the following error will be displayed:

login: error=9, message=fail DeviceLock

Please contact PaperCut support for details regarding an available workaround. We will update this page with further information when more details are available.

8345: HP FutureSmart devices may show errors after firmware upgrade

PaperCut support have seen an increase in customers reporting that after firmware upgrades on certain devices, the HP embedded platform will stop responding with one of the following errors:

We have narrowed this issue down to an issue with interoperability between PaperCut and the HP Fleet Release Bundle Version Designation: 3.7 (firmware version 3.7) which was released in early January 2016 and may be seen on any FutureSmart devices. The devices PaperCut have seen with this error so far are below:

HP FutureSmart X585

HP FutureSmart M527

HP FutureSmart M575

HP FutureSmart M577

HP FutureSmart M680

HP FutureSmart M830

HP FutureSmart M4555

HP FutureSmart cM4540

PaperCut advises that you do not upgrade to this firmware version until further notice. If you are seeing one of these two errors, or have already upgraded to this firmware, we recommend that you downgrade the firmware. PaperCut has initiated contact with HP to find the cause of this issue, and any updates will be posted here. If you find the same behavior on different models of HP, or would like to be updated as the issue investigation progresses internally, please email support@papercut.com with your HP model and firmware versions, and we will add it to the list.

A fix for this bug was included in FutureSmart firmware interim 3.7.3. To obtain a link to the firmware contact your local HP ATS (Advanced Technical Support).

8214: Fuji Xerox devices wake up slowly or do not wake up when PaperCut and card reader are attached.

When a card reader is attached and the device goes to sleep, when any key is pressed to wake up the device there is either a 40 - 50 second delay or no reaction at all and a power cycle is required.

Without the card reader attached and PaperCut installed the device performs normally.

A fix for this bug was included in PaperCut MF 16.0 (Build 34949).

7966: Printing without credit and zero stop issues are seen on some Konica Minolta devices.

7553: When using Pay stations to add funds, coins deposited may not increase the balance of a user.

An issue has been found in version 15.3 (Build 34078) whereby a user depositing coins into a Pay Station in some configurations may not receive their funds in PaperCut. Development have found a fix for this issue and have created a custom build available for download.

If, during a configuration change in the PaperCut Administration Console of a Kyocera copier, the copier is rebooted, it may result in a white LCD screen being presented to the user.

If this happens, the normal login screen will not be shown and the PaperCut Kyocera embedded application will need to be reinstalled by an authorised Kyocera service representative.

This can only happen if the copier loses power or is rebooted during the configuration change. In testing, this is approximately a 15 second window on average.

A fix for this bug was included in PaperCut MF 15.3 (Build 34230).

6352: Duplicate job log entries

If a Toshiba MFP is set to do Automatic Supply Order emails or service notifications then scanning logs will be generated on the MFP without an associated user. This has caused PaperCut to go into an error state and generate many duplicate entries in the PaperCut job logs for the Toshiba v2 device.

A fix for this bug was included in PaperCut MF 15.2 (Build 33770). A script for removing the duplicate entries from PaperCut’s job log database is available from support@papercut.com.

490019: Some Fuji-Xerox devices fail to connect to the PaperCut 15.2 server due to SSL exceptions.

This is most likely due to a change in cryptographic cypher priorities made in the Java runtime.

As device connection issues can happen for a variety of reasons, please contact support@papercut.com to identify if this issue may be the cause.

490018: Some Xerox devices will fail to connect to the PaperCut 15.2 server due to SSL exceptions.

This is due to a change in cryptographic cypher priorities made in the Java runtime.

490017: Devices hosted on some site servers may show a different currency symbol to those hosted directly on the application server.

When site servers are initially set up they use the locale of the site server machine (as configured in the OS) rather than the locale that is set on the application server (as configured within PaperCut). This can result in site server hosted devices showing different currency symbols to that of the application server. A similar problem will also occur if the locale of the application server is changed, where the site server will still use the previous locale.

This affects all versions of PaperCut from version 15.0 onwards.

Workaround:-
The current solution to this problem is to wait for the site server to perform a full database sync with the application server and then restart the site server. After the first restart the site server will display the correct currency on devices that are connected to it. Any time that the locale of the application server is changed, these steps will need to be repeated.

490016: 15.1 database upgrade back-up stops under some circumstances, causing the upgrade to halt and preventing the PaperCut services from starting.

PaperCut has noticed that some customers are facing an upgrade error with the PaperCut Application server not starting after the attempted upgrade. At this point no changes to the existing database have been made.

This appears to be caused by a failure in the back-up of the existing database before the upgrade continues.
We are currently investigating the cause of the problem.

Workaround:-
PaperCut recommends installing your existing version or 15.0 over the top of the stalled upgrade to repair the issue.

Please contact your reseller for the 15.0 build.

490015: Some devices unable to connect to server after device config change on 15.0 with Oracle DB

Devices may lose connection to a PaperCut 15.0 server after having their device details accessed and saved if an Oracle database is in use.

As device connection issues can happen for a variety of reasons, please contact support@papercut.com to identify if this issue may be the cause.

An updated build is available upon request.

490014: Some HP models error or freeze during user login

PaperCut support have seen an increase in customers reporting certain models of HP freezing or erroring when logging in whilst using the Shared Accounts or Print Release functions. We believe this is related to and interoperability issue between PaperCut and the HP firmware released on the 18th of February 2015 on the following models:

PaperCut has been advised that there is newer firmware being released for all devices affected as of the 15th of April 2015. If there is firmware newer than the 18th of February 2015, then please upgrade to this firmware. If there is no newer firmware, then the workaround is to downgrade firmware on the device.

If you find the same behavior on different models of HP, please email support@papercut.com with your HP model and firmware versions, and we will add it to the list.

PaperCut Support have seen a number of installations affected by authentication issues after installing Windows Update MS15-027 (3002657) whereby Active Directory denies access to users logging into PaperCut, giving the user an incorrect username/password error.

This Windows Update was rolled out to Server 2003, 2008 and 2012. However, this issue only occurs when using Windows 2003 domain controllers and PaperCut is hosted on a separate member server. If PaperCut is installed on the same server as your domain controller, this should not affect authentication.

This issue is also affecting other software using this authentication method. PaperCut is currently investigating this issue with Microsoft.

A temporary workaround is to uninstall this Update MS15?−027 from your Windows 2003 domain controllers, until Microsoft confirm that this issue has been fixed. We will also list any updates on this page when we hear back from Microsoft.